Vice President- Professional Services

Mayo Clinic

2mo ago

Job
Full-time
Expert Level
Consulting
Business, Operations & Strategy
Rochester

AI generated summary

You need a bachelor's and MBA, 10+ years in tech leadership, healthcare experience, strong people management, budget oversight, Agile delivery, and expertise in customer service and consulting roles.
You will lead customer-facing functions, drive service adoption, enhance platform capabilities, oversee implementation, develop consulting solutions, and foster a high-performance team.

Requirements

Bachelor’s degree in business or a related field and an MBA postgraduate degree
10+ years technology senior leadership experience
Startup experience and leading teams through change management required
Experience in healthcare industry highly preferred
Natural leader: maintains positive business climate while cultivating a fast-paced, high-growth environment that effectively balances entrepreneurial creativity with individual and institutional accountability; in which individuals are strong performers who are given clear direction and goals and held accountable for achieving them; the team is developed, and product and operational goals are exceeded.
Inspires respect, while building rapport with customers, direct reports, peers, executive leadership team and the Board.
Understands the complexity of developing and delivering services to provider organizations; fluent in the challenges faced by such entities in MCP’s addressable market. Has a successful track record building and running customer service and consulting organizations within B2B and B2B2C technology companies, preferably under a platform and Software-as-a-Service (SaaS) delivery model.
This position will have accountability for all Customer Implementation, Support, Solutions & Consulting functions. Specific functions include: Implementation & Delivery (Technical Implementation, Customer Implementation, Customer Support) Consulting Services (Customer Solutions Consulting)
Budget management
Experience leading innovation-related methodologies - Lean Startup, Design Thinking, Customer Development
Agile delivery experience
Able to deliver high impact presentations to large groups
Proven experience facilitating large groups/workshops with diverse participants that deliver specific outcomes
Able to work effectively and coordinate teams that are cross-functional, cross-business unit, and cross-geography
Capable of effective communication at C-suite levels
Delivery of projects targeting global markets
Proven experience delivering results driven by a deadline
Solid understanding of the information technology landscape
Strong people management and leadership skills
Strong interpersonal communication skills
Strong outcome and target-based delivery skills
Strong remote working skills – teleconferences/video conferences
Partnership management
Experience in various market research methodologies, contextual research, and ethnography for gathering deep customer insights

Responsibilities

Reporting directly to the Chief Operating Officer, the VP, Services has leadership responsibility for customer facing functions including the development, delivery, and support of core programs and add-on services for Mayo Clinic Platform partners and ecosystem participants. The position will be responsible for leading and executing MCP’s customer success strategy to drive high customer and user satisfaction, adoption, engagement and growth by: 1) partnering with the MCP leadership team to define and deliver services and solutions to enhance Platform capabilities and drive adoption, 2) work closely with Platform’s R&D processes and teams to develop solutions, services, and offerings, 3) build full delivery, support, and implementation functions to enable customers to fully leverage our platform and fulfill technical support agreements and expectations, 4) grow revenue with enhanced (buy-up) service offerings as well as professional consulting services, and 5) build and run a high performing organization which includes establishing processes and disciplines to ensure the scalability and growth for MCP.
Strategic Insight/Thought Partnership: Deep knowledge of healthcare transformation, with the ability to apply that knowledge to MCP's customers which span health systems, pharma, medical device, digital health solution developers, and other markets as opportunities arise. Possesses the industry knowledge and proven "know how” experience building and delivering services and solutions, analytical and strategic intellect, along with the presence and communication skills to define and build processes and teams and implement the Services strategy.
Organizational Development: Fosters and builds a culture of success, respect and high performance. Capable of attracting, developing and effectively managing a team of highly motivated, top-tier customer service talent.
Revenue Growth: Identifies strategic expansion opportunities and collaborates with Solution Developer and Provider Market teams to ensure growth attainment goals are met. Proven ability to grow revenue through service expansion within existing customers. Successful track record in creating organic growth through the development of customer services and consulting solutions from the ground up.
Implementation & Delivery: Oversee teams dedicated to customer implementation and support. Well-established ability to define and execute customer delivery and support processes and metrics for platform-based delivery models. Understands industry best practices for customer support models across platform-based technologies and able to collaborate with product and technology leaders to ensure holistic and scalable solutions are defined and delivered.
Consulting Solutions: Proven ability to build and run professional services functions in the Healthcare Technology or platform space. Proven ability to develop new and innovative value-added services, as well as define and implement best practices. Understands and can build customer success through cohesive services delivery processes and offerings.

FAQs

Do we support remote work?

Yes, we offer a remote work option for this position.

What is the minimum education requirement for the Vice President- Professional Services role?

A Bachelor’s degree in business or a related field and an MBA postgraduate degree are required.

How many years of experience are required for this position?

A minimum of 10+ years of technology senior leadership experience is required.

Is experience in the healthcare industry preferred?

Yes, experience in the healthcare industry is highly preferred.

What are the key responsibilities of the Vice President- Professional Services?

Key responsibilities include leading customer-facing functions, executing customer success strategies, driving revenue growth, overseeing implementation and delivery teams, and building professional services functions.

What is the compensation range for this position?

The minimum starting salary for the position ranges from $321,000 to $481,000, depending on experience and other factors.

Are benefits included with this position?

Yes, this position is benefits eligible and includes multiple medical plan options, dental, vision, retirement packages, and more.

Is travel required for this role?

Yes, the position may require 40% or more travel.

What skills are necessary for candidates applying for this role?

Skills necessary include strong people management, leadership, communication, budget management, and experience in agile delivery and innovative methodologies.

Will I be managing a team in this position?

Yes, the role involves attracting, developing, and managing a team of customer service talent.

Mayo Clinic

Science & Healthcare

Industry

10,001+

Employees

Mission & Purpose

Mayo Clinic has expanded and changed in many ways, but our values remain true to the vision of our founders. Our primary value – The needs of the patient come first – guides our plans and decisions as we create the future of health care. Join us and you'll find a culture of teamwork, professionalism and mutual respect, and most importantly, a life-changing career. Mayo Clinic was founded in Rochester, Minnesota by brothers Dr. William James Mayo and Dr. Charles Horace Mayo. More than 100 years later, their vision continues to evolve around a single guiding value: "The needs of the patient come first." Today we are the largest integrated, not for-profit medical group practice in the world. We are recognized for high-quality patient care more than any other academic medical center in the nation. These endorsements are very gratifying, but also humbling. They remind us of the tradition that has been entrusted to each one of us, and the legacy of excellence that we uphold every day.